Job Description & How to Apply Below
Posting Details
Working Title
Lead Administrative Desktop Support
Position Number
01475A
Department
CLIENT SERVICES
Location
Norfolk, VA
Type of Position
Classified
Type of Job
Full Time
EEO Category
B Professionals
Job Description
Supervise and lead desktop support operations by managing a team of technical staff and providing hands-on technical leadership for university-managed IT services, including networked and standalone workstations, laptops, mobile devices, virtual desktops, cloud services, printers, and client- and server-side applications. Oversee incident management within your department, VIP and executive escalations, asset and inventory control, and cross-functional IT projects, ensuring timely resolution and minimal disruption to operations.
Deliver exceptional technical and customer service to faculty and staff by building trusted relationships, maintaining thorough documentation, consistently following through on commitments, driving continuous learning within the team, and achieving reliable service-level and operational performance metrics.
Type of Recruitment
Knowledge, skills and abilities
Ability to deliver professional, customer‑oriented technical support within user‑facing environments and departmental settings.
Working knowledge of serving in a lead or supervisory capacity, including providing guidance to team members, supporting task coordination, and contributing to effective and consistent team operations.
Working knowledge supporting desktop and mobile operating systems (Windows, macOS, Linux, iOS, and Android), endpoint hardware, peripherals, security tools, and basic networking connectivity (wired, wireless, and remote access.
Considerable knowledge of performing or supporting software installations, upgrades, and configurations in accordance with established standards, including coordination with users and technical teams to minimize service disruption.
Considerable knowledge of ticketing and ITIL‑aligned service management systems to document work, manage workload distribution, prioritize requests
Strong ability to manage multiple priorities, meeting deadlines, and communicating clearly and professionally with customers, technical staff, management, and cross‑functional partners.
Awareness of IT security principles, compliance requirements, and risk considerations, including following security policies, handling systems responsibly, and escalating potential concerns appropriately.
Some knowledge of supporting or coordinating projects by completing assigned tasks, following project plans and timelines, communicating status updates, and contributing to successful delivery of project objectives.
Special licenses, registration or certification
None
Education or training
None
Level and type of experience
Working experience providing advanced technical support and serving as an escalation point for complex or high‑impact issues, including coordinating resolution efforts, guiding troubleshooting approaches, and ensuring timely and effective issue resolution across teams.
Considerable experience leading and supervising technical teams, including directing daily operations, mentoring staff, coordinating workloads, and ensuring consistent, high‑quality service delivery aligned with organizational standards.
Considerable hands‑on experience supporting and troubleshooting desktop and mobile operating systems (Windows, macOS, Linux, iOS, and Android), endpoint hardware, peripherals, security tools, and network connectivity across wired, wireless, and remote access environments, serving as a technical escalation resource.
Considerable experience leading complex software deployments, upgrades, and configurations, ensuring alignment with standards and operational requirements.
Considerable experience utilizing ticketing and ITIL‑ to manage workload distribution, prioritize requests, oversee escalations, track service performance, and support data‑driven service improvements.
Working experience balancing advanced technical responsibilities, escalation support, mentorship through expertise, and participation in service or project initiatives.
Considerable experience applying IT security…
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×